Melissa Kovacevic
Customer Experience/Contact Center Consultant, CommPlan Consulting | @mkcallconsultSince 1983, Melissa Kovacevic has consulted with Customer Service, Inside Sales and Tech Support Contact Centers and Retail Service clients. She helps clients blend People, Process and Technology for the best Customer Experience and business success. Her results-based Skills Monitoring and Coaching programs for Supervisors combine accountability with motivational techniques.
For more information: www.mkcallcenterimprovement.com
11 articles by Melissa Kovacevic
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Are your Employee Engagement Efforts Driving Service Quality Too?
July 4, 2012 -
Don't Fall into the Deadly Trap of Call Center Metrics
May 17, 2012 -
Obsessed with the Metrics or the Customer Experience?
May 2, 2012 -
Quality Calibration: You say it's 80, I say it's 90...Let's call the whole thing off!
April 30, 2012 -
Helping Burned Out Agents Improve or Move
April 26, 2012 -
Promoting Customer Service Agents to Leadership
Nov. 28, 2011 -
Making Lemons Into Sangria: A Customer Experience Tale
Oct. 5, 2011 -
All It Takes is One Bad Agent Experience
Sept. 8, 2011 -
Are You Meeting to Meet to Decide to Meet Again?
Aug. 24, 2011 -
Processes That Create Work for Our Customers
July 31, 2011 -
Are You Doing Customer Service Agent Attitude Quality Checks?
July 15, 2011